Cancellation & Rescheduling Policy
Your appointment time is reserved for you. If you cannot attend, please give us enough notice so we can offer the appointment to another client.
To cancel or reschedule without a fee, please notify us by 2 pm, two business days before your appointment. Business days are Monday to Friday, excluding public holidays. All times are Queensland time.
Cancellation Fees & Notice Periods
The same fees apply to cancellations and rescheduling. Moving your appointment to another date is treated as a cancellation of the original booking.
| When you notify us | Fee |
|---|---|
| By 2 pm, two business days before your appointment, or earlier | No cancellation fee |
| After 2 pm two business days before your appointment, up to and including 2 pm on the business day before | $110 |
| After 2 pm on the business day before your appointment, or on the day of your appointment | Full booked session fee |
| You do not attend your appointment and have not notified us | Full booked session fee |
How the 2 pm cut-off works
Notices received after 2 pm are treated as received on the
next business day, as there is insufficient time to offer
the appointment to another client.
Notices received on weekends or public holidays are also treated as received on the next business day. These rules apply whether you contact us by phone, email or SMS.
Examples, where there are no public holidays
- Wednesday appointment: cancel by 2 pm Monday to avoid a fee. Cancelling at 4 pm Monday attracts the $110 fee. After 2 pm Tuesday or on Wednesday, the full session fee applies.
- Monday appointment: cancel by 2 pm Thursday to avoid a fee. After 2 pm Thursday and up to 2 pm Friday, the fee is $110. After 2 pm Friday, over the weekend or on Monday, the full session fee applies.
Appointment Reminders & How to Cancel
Your Booking Is Confirmed
Your appointment is confirmed at the time of booking. You do not need to reply to a reminder to confirm your attendance.
We send an automatic SMS reminder two days before your appointment, around 9 am, and an email reminder the day before your appointment. You can reply to either reminder if you cannot attend.
Reminders are a courtesy. Your appointment remains booked unless you cancel or reschedule it. Not receiving a reminder, or not replying to it, does not change the cancellation policy.
Reminder timing does not extend the cancellation deadline. The email reminder arrives after the free cancellation deadline. For Monday and Tuesday appointments, or around public holidays, the SMS reminder may also arrive after that deadline.
Contact Us to Cancel or Reschedule
Please let us know as soon as you become aware that you cannot attend. Include your name and appointment date and time.
Phone
07 5638 3250
Email
admin@wisemindandbody.com
Reply to a Reminder
You can reply to your SMS or email reminder to request
a cancellation or change.
We use the time your message is received to assess notice, subject to the 2 pm cut-off and business-day rules above. You do not need to wait for our reply to establish when you notified us.
Important Information
Payment of Cancellation Fees
Cancellation and non-attendance fees are payable within seven days of the invoice date.
No further appointments can be booked while an account remains outstanding.
The full session fee is the fee for the appointment you booked. For current appointment fees, please see our Fees & Rebates page.
Unexpected Circumstances
We understand that unexpected circumstances can arise. Please contact us promptly to explain your situation.
Requests to waive a cancellation fee are considered individually. A fee waiver is not automatic.
If you have questions about this policy or your invoice, please contact our admin team.